AccountId: 011433970860
ContactId: 6e76128a-c636-47cf-a011-a6d4e1c9d67a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591940 ms
Total Talk Time (AGENT): 217939 ms
Total Talk Time (CUSTOMER): 298765 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/6e76128a-c636-47cf-a011-a6d4e1c9d67a_20250319T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] calling from EAC Consulting.
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] I'm trying to, good on you. I'm trying to um create a login for myself because the HR person is no longer with the company. Um, because I'm trying to get the invoice to pay, but it's not letting me. It says that um
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My email is not in the system or something like that.
[CUSTOMER][NEUTRAL] So I don't know if I have to go through the uh our broker insurance or is there something that you may be able to help me?
[AGENT][NEUTRAL] Yeah, uh, [PII], give me one, let me see, what is your, um, group number? Do you know that?
[CUSTOMER][NEUTRAL] Yes, the group number is 17776.
[AGENT][NEUTRAL] And could you please verify the group address for me, please?
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] Uh, well, and, and the invoice that you guys have is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and could you verify the um group administrator we would have on file?
[CUSTOMER][NEUTRAL] The group administrator.
[AGENT][NEUTRAL] Uh, yeah, like the group contact the group primary group contact we would have.
[CUSTOMER][NEUTRAL] that I don't know. I, I can only give you the group number, the last invoice number that we pay, the amount, the email that you had in in the system should be [PII]. Then [PII] will be the um.
[CUSTOMER][NEUTRAL] The other uh contact person?
[AGENT][NEUTRAL] Yeah, yeah, that's the name I was looking for.
[CUSTOMER][NEUTRAL] Which is this the CFO, uh-huh.
[AGENT][NEUTRAL] Yeah, OK, so, um, what we can do is if you'd like to send me an email um with the information that you need to create your account, um, I can go in and create that for you and uh whenever you're ready I can give you that email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] Is it that one? No, wait, let me see. I think I saw an email in here because I was trying to create it in.
[CUSTOMER][NEGATIVE] And I wasn't able to do it.
[CUSTOMER][NEUTRAL] OK, one second, let me, um.
[CUSTOMER][NEUTRAL] OK, what's the email address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEGATIVE] [PII], oh no, sorry.
[CUSTOMER][NEUTRAL] Uh, one second, 1 2nd. 1 2nd, please. 1 2nd start all over again because I couldn't hear you. This what? OK?
[AGENT][NEUTRAL] Yeah, it's uh it's [PII].
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII]. OK, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, OK, so it's [PII].
[CUSTOMER][NEUTRAL] At A M B U B as in boy, L I.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Correct. And if you want to copy me on the email, uh you can CC me um and my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] S as in Sam.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me ask you something, is there a way that you can send a copy of the invoice to the email you have on file? like the HR email or?
[CUSTOMER][NEUTRAL] Or I don't know what email you have on file or [PII] on email.
[AGENT][NEUTRAL] Yeah, we have uh [PII]'s email on file.
[CUSTOMER][NEUTRAL] OK, can you please send a copy of the do we have an invoice for March already or no?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I paid February already.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] But normally I think it will be ready around this time, because we pay February.
[CUSTOMER][NEUTRAL] For $1,873.90.
[CUSTOMER][NEUTRAL] The invoice was 6379499.
[CUSTOMER][POSITIVE] So if there's any way that you can send that invoice to [PII] email, that would be great.
[AGENT][NEUTRAL] Yeah, I do see your March invoice, um, and then your April invoice will be available around the [PII], um, because invoices, they generate around the [PII] of each month. So I see that your March invoice still needs to be paid and then your April invoice will be available um on or right after the [PII] of this month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Wait, wait one second. You said that March is already paid?
[AGENT][NEUTRAL] No, no, no, March is still outstanding. March is still, uh, it's available, um, in the online service center like in the online portal that you need to log into. So once I get your login created, you'll be able to see that one, but then your April invoice will be available in about 5 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, I'm gonna send an email to the, uh, care team and
[CUSTOMER][NEUTRAL] CCU
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does the email have to come from [PII], or I can send it myself and copy [PII]?
[AGENT][NEUTRAL] You can send it yourself and copy [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can you please send us a copy of that invoice, the March invoice please?
[AGENT][NEUTRAL] Yes, yes, I will, um, send you a copy of the March, or sorry, I will send [PII] a copy of the March invoice, um, and then like I said, I'll make sure once you send that email over, um, I will work on getting your account created uh today so that you can log in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][NEUTRAL] No problem. And we do have that um [PII],
[AGENT][NEUTRAL] [PII] was uh is a term uh was terminated effective [PII], so we did remove him from the invoice for March. Does that sound right?
[CUSTOMER][NEUTRAL] Yes, also, you know what, there was another employee that was still getting charged, and he was uh terminated a long time ago. Um, what was the name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's that name? I can check on it for you if you'd like.
[CUSTOMER][NEUTRAL] Give me 1 2nd. I'm.
[CUSTOMER][NEUTRAL] Why, she who was in it.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh no, you know what? I don't see it in in there anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see it, but you know what, I do see [PII].
[CUSTOMER][NEUTRAL] [PII] was um
[CUSTOMER][NEUTRAL] He left the company last year.
[AGENT][NEUTRAL] Last year
[CUSTOMER][NEGATIVE] Yeah, she was our HR person. Once the employee is no longer with the company and we should remove all the employees that they're not with the company anymore. And [PII] is no longer with us anymore.
[AGENT][NEUTRAL] OK, can you put that in, in your email, uh, just put.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the email?
[AGENT][NEUTRAL] Yeah, in the email that you sent, put, uh, the termination date, uh, for, uh, [PII], and I'll make sure to get that, uh, I'll get that handled, and if you guys have been paying for her, I'll make sure that you guys get a credit on your March invoice. So if you could hold off on paying the March invoice until I get that credit issued if you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless you want it on your April invoice that's OK too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I guess it's OK when we send the email and then we eventually gonna get the credit so that's no problem. I just want, I, I don't wanna pay the, the, the invoice for March late anymore because I've been trying to get a copy of the invoice, but all the the whoever's trying to log in is a suspended. So, um, [PII] told me to reach out and find out. If not, I was gonna send an email to our um insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Representative, the broker who we, we, we do all the, the things.
[CUSTOMER][NEUTRAL] But I'll send the email and copy [PII] on the email so I can get the, the login for myself because I'm the one who pays and check to make sure we get charged for the right employees right now. OK, thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you already helped me with everything. Thank you.
[AGENT][POSITIVE] OK, no problem. Well, I look forward to your email and um thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too bye bye. Thank you.